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We're having some trouble logging you in

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Message 15 of 26
447 Views
We have Xfinity Homes Security and both myself and my wife are getting this error message when trying to access anything in the Xfinity Home app on out Samsung Galaxy S7 Edges. Tried logging out and back in on both devices. Nothing seems to work. Our Xfinity touchscreen is functioning.
Screenshot_20170411-214205.png
25 REPLIES
Posted by
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Message 1 of 26
1,749 Views

the past few weeks, I have had trouble getting the home security app open (keeps saying "tap to try again" and then freezes), logging in (tells me to try again later), and accessing the app consistently.  We had a false alarm the other day because I couldn't get the app to work. I have upgraded it (and the home system- it shut down after an upgrade came through last week). Not sure what else to try?

Posted by
Official Employee

Message 2 of 26
1,741 Views

Hi thequeallys - 

 

We recently experienced some issues that have been causing similar issues for users.  We believe to have resolved these issues.  I pulled up your account and haven't seen any errors in the past few days.  Could you please let me know if you are still experiencing these issues?

 

Thanks!

 

Rachel




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Message 3 of 26
1,695 Views

Hi Rachel,

 

Sorry about the late response, I thought I set it to send me an email if someone replied... didn't check again until today.

 

I am having problems right now accessing my camera ("camera previous would not load" then "connecting to camera" for an extended period, with no connection). The system also logged me out, and wouldn't allow me to try logging back in without closing the app and opening it again.  I also go the "tap to retry" message again this morning.

 

Does this help? It isn't as frequent, but is still occuring.

 

thanks

Posted by
Official Employee

Message 4 of 26
1,681 Views

Hi thequeallys - 

 

Since you are still experiencing issues, I'd like to open a ticket on your behalf so a tech can reach out to you directly. 

 

Thanks!

 

Rachel




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Posted by
Official Employee

Message 5 of 26
1,510 Views

Hi thequeallys -

Our techs have made 4 attempts to reach you & have closed out your ticket.  Please reach out to me if you still need technical support.


Thanks!

Rachel




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Posted by
Visitor
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Message 6 of 26
1,379 Views
I am having the same issue " we're having some trouble logging you in " is the error message I'm getting then a try again button I tried while connected to my home WiFi and also unconnected to the WiFi I cleared my cache deleted the app and even reinstalled it I'm not sure what the issue is I like to check my camera often especially arm it from my phone please help me fix this issue
Posted by
Official Employee

Message 7 of 26
1,368 Views

daezonae

 

We experienced an issue that caused some users to receive errors upon sign in.  We believe this issue to be resolved.  Please try signing in again & let me know if you experience any more errors. 

 

Thanks!

 

Rachel




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Message 8 of 26
1,351 Views
I haven't been able to log onto my Xfinity home app I get an error for a tells me I have the wrong username and password this is been going on for over a week and I watch my mother on the timer she's very sick and she's homeland I need answers as soon as possible
Posted by
Official Employee

Message 9 of 26
1,343 Views

Hi Ibf1961 -

 

I pulled up your account & see no app activity since 11/13.  I'd like to confirm the email address you are using to sign in.  I will Private Message you for this information.

 

Thanks!

 

Rachel




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Posted by
Visitor
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Message 10 of 26
1,345 Views
It's keeps telling me were having trouble logging in, please try again. I checked my connectivity and everything works except the home security system
Posted by
Valued Contributor

Message 11 of 26
1,321 Views

Good morning.  We are currently having an issue with our Xfinity Home server that the app connects to.  Systems can still be armed and disarmed from the touchscreen in the home, but the app will not currently allow some users to login.  Sorry for the inconvenience and thank you for your patience as we work through this trouble.




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Posted by
Official Employee

Message 12 of 26
1,305 Views

Hi Andersonnaqeed -- 

 

At this time, we believe this issue to be resolved.  Please reach out to us if you are still experiencing any issues & we can troubleshoot with you directly!

 

Thanks!

 

Rachel




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Posted by
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Message 13 of 26
1,217 Views
Ours won't let us log in from our phones. It tries to connect then goes straight back to the login screen
Posted by
Official Employee

Message 14 of 26
1,198 Views

Hi melcags -- 

 

I pulled up your account & see successful sign in activity since posting.  Are you still experiencing this issue?

 

Thanks!

 

Rachel




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Posted by
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Message 16 of 26
427 Views
I am currently experiencing the same issue. I reset all my equipment and was able to get the home app on my phone to connect once but when I tried it the second time I'm back to we're having some trouble logging you in
Posted by
Visitor
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Message 17 of 26
427 Views

Same issue, but on iPad and iPhone

Posted by
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Message 18 of 26
410 Views
Having same issue. I reset password 2 times and still won't let me log in.
Posted by
Visitor
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Message 19 of 26
418 Views
Posted by
Regular Visitor
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Message 20 of 26
396 Views

Same issue here.  Have not been able to log on via my home computer or phone app in about 4 days or so.

 

 

Posted by
Visitor
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Message 21 of 26
414 Views
We are having the same problem. Following this to see if anyone finds a solution.
Posted by
Visitor
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Message 22 of 26
405 Views
It is still broken. Cannot login
Posted by
Visitor
Message 23 of 26
394 Views
When you click back, did your email address change? Mine is gmail, but when I click back, the @gmail.com was changed to @comcast.com
Posted by
Official Employee

Message 24 of 26
393 Views
Solution

4/14/17 UPDATE:

 

This issue is now resolved.

 

Sorry again for your inconvenience amd thank you again for your pateince.

 

-------------------------------------------------------------------------------------------------------

 

Hello everyone,

 

There is currently a known issue and our engineers are working to fix. I will update this thread when we know more.

 

Thank you for your patience and sorry for this inconvenience.




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Posted by
Contributor

Message 25 of 26
289 Views
Seems to be okay now. I know it wasn't working about an hour ago but all is well.
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Visitor
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Message 26 of 26
252 Views
Also having the same problem. It started yesterday 4/12 then we were able to log in later in the day. Now again this morning... haven't been able to log in and getting the error message.